You & Your Customers Self Study Course

£49.99

In this course you will learn who customers are, what they want and how you can play your part in keeping your customers satisfied, whatever work you are engaged in.

The course is aimed at
  • Newly appointed team leaders or supervisors
  • Anybody wanting to develop a particular management

    These materials are designed to develop and update skills of potential, newly appointed and experienced supervisors, team leaders and managers, offering a choice of flexible, work based materials to improve individual and organisational performance.

    The course comes complete in a college folder complete with exercises and assignments to check your understanding as you progress complete with all the answers.

    Course Syllabus:

    Introduction
    Customers and their expectations
    Why are customers important?
    The benefits of customer focus
    Who are your customers?
    Internal and external customers
    What customers want
    The five rights of customers
    Keeping the customers in focus
    Management plans and decisions
    Happy staff
    Quality goals
    The climate or atmosphere
    Customer focus summary Improving service to your customers
    Introduction
    Communicating with the customer
    Communicating with external customers
    Communicating with internal customers
    Achieving superior customer services
    Customers are people
    Strengthening communication links 2 Encouraging accountability 31
    Fostering a team approach
    Enhancing performance
    Setting and communicating objectives
    Setting and communicating standards 36
    Obtaining feedback
    Checklist for reviewing performance
    Customer complaints


    Course objectives:
  • Identify your customers and recognise your position as suppliers
  • List the five rights of customers and apply them in your own work situation
  • Motivate people to keep the customer in focus
  • Enhance your performance so as to provide superior customer service
  • Analyse customer feedback against standards and take appropriate action to deal with complaint



     



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